Hidden City®: Hidden Object Adventure

Question: After the update 1.27.2703 my game has been crashing at 27% of loading. What should I do?

Response: Our Technical Team is aware of the issue and they are currently investigating the cause of it. We would appreciate your help, please contact our Support Team at support@g5e.com and specify the following information:

• Your G5 Friends Profile Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game
• Your IDFA number.

Question: I can't unlock the Tea House location as I don't know where to search for the mirror keys. What should I do?

Answer: Please make sure that your Internet connection is stable and restart the app to have this problem fixed. If the issue persists after restarting the game, please contact us at support@g5e.com with the detailed description of your issue. Thank you for your kind assistance.

Question: I've updated my game, however the download of additional content has stopped on 46%. What should I do?

Answer: We’re pleased to inform you that we have fixed the issue you experienced. Please update your game to the latest 1.27.2701 version to resolve the problem. If the problem persists after updating your app, please let us know. Thank you for your patience while we were working to implement a fix. 

Question: My game doesn't load past the G5 splash screen. What should I do?

Answer: Our Technical Team is currently working on isolating the problem and fixing it. We would appreciate some additional information to speed up the fix. Please contact our Support Team at support@g5e.com with the detailed description of your issue. Thank you for your kind assistance.

Question: My game crashes when I press the Continue to Game button. What should I do?

Answer: We are happy to report that we’ve fixed this issue in the new 1.27.2700 update of Hidden City, which is now available for download. Please update the game on your device to have the fix applied.

Question: The language in my game on Facebook has changed to English. What should I do?

Answer: Please be informed that our Technical Team is aware of this issue and they are working on fixing it as quickly as possible. In the meantime you may try one of the workarounds listed below.

In case you’re using Chrome browser, please follow these steps to overcome it:
1. Launch your Chrome browser on your device and navigate to the menu button on the top-right side of your Chrome window. Three stacked dots represent the menu button.
2. Select Settings. Once you’re in the Settings menu, scroll down to the bottom of the list and click on Advanced to display additional options.
3. Scroll down to the Languages menu. Locate the Language option and click on the downward arrow on the right to see display more options.
4. Locate the language you would like to use and click on the three stacked dots on the right.
5. Select Move to the top.
6. Refresh the page with the game after performing the actions above.

To change the language in your Mozilla Firefox browser, please follow these steps:
1. Open Mozilla Firefox on your device.
2. Click Firefox Settings at the top-right side of your browser window (Settings are shown as three parallel lines) and click on the Options menu.
3. Scroll down the Languages menu, click on the Choose button. You should now see your current language(s) in order of preference from top to bottom.
4. Locate the language you would like to use and click on the Move Up button. Click OK.
5. Refresh the page with the game after performing the actions above.

In case you’re using Safari browser, please follow the steps:
1. Launch System Preferences from your Dock or Apple menu and then click "Language & Region”.
2. Select the language you would like to use and drag it to the top of the list.
3. Close your System Preferences window once your language has been set. If Safari was open while you made the changes, quit it and then open it again to reset the browser to your new preferences.

In case you’re using any other browser, please contact us at support@g5e.com specifying the browser you’re running on your device, and we’ll provide you with further instructions.

Question: The rubies I had in my game have disappeared. What should I do?

Answer: To help us reinstate your missing rubies as quickly as possible, please contact us at support@g5e.com with the following details:

• Specify the exact date the issue occurred.
• Provide us with a screenshot of your main game board.
• How many rubies did you lose? Please send us the receipts for the missing rubies.
• Provide your G5 Friends Player profile information and your IDFA (Identifier for Advertisers) 

You can send us your G5 Friends Player profile information together with your IDFA number in the following way:

• Launch the game.
• Select the “Friends” icon at the bottom of the screen on your main game board.
• Select the green “Send Feedback” button in the upper right-hand corner of the screen.
• Select “Send” to transmit your information to us; you don’t need to do anything else.
• Or, alternatively, you can copy the information from the form and paste it into in your reply to this email.

We sincerely apologize for the inconvenience this caused, and we greatly appreciate your assistance with the reinstatement process.

Question: I have already played this game on my previous device and now I’ve got a new one. How can I transfer the game progress I’ve already made to it?

Answer: In order to restore your game progress, please log into your G5 Friends account. You can do it in the following way:

• Tap on the 'Friends' icon at the bottom of the screen on your main game board.
• In a new window tap 'My Profile' in the very bottom of the screen.
• Tap on 'Change Player' in order to log in with the Player Login and password you used in your game before.
• Tap on 'Sign in' to confirm.

Question: I am experiencing some technical problems with the game. What should I do?

Answer: If you are having problems opening the game, please contact our Support Team at support@g5e.com with the detailed description of your issue for us to investigate your matter as quickly as possible. 

Question: The game doesn’t run after installation or shuts down during play.

Answer: To ensure optimal performance of the game, it is recommended that you restart your device after installing a new application.

Question: My progress was set back along with the collection items and inventory. What should I do?

Answer: Please provide the following details to our Support Team at support@g5e.com:

• Specify your G5 Friends Profile Login 
• The email address associated with your G5 Friends profile 
• The level you've reached in the game

After getting this information, it may take us up to several business days to investigate this issue and restore your game progress. While we are devising a solution, please avoid launching the game until you get further notice from us.

Question: I did not receive the purchase in the game. What should I do?

Answer: Please provide us with the details below at support@g5e.com, so we could resolve your issue:

• Purchase receipt
• Your G5 Player Login.
• Your device model and the number of OS version.
• Your IDFA number.

Question: My game has been crashing during the download or after clicking on the "Continue to game" button. What should I do?

Response: Our Technical Team is aware of the issue and they are currently investigating the cause of it. We would appreciate your help, please contact our Support Team at support@g5e.com and specify the following information:

• Your G5 Friends Profile Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game
• Your IDFA number.

Question: I updated my game and when I tap on any location, I receive the error message “Content is in download queue!”. The quests’ icons are shown as chests, and I can see only monsters’ silhouettes instead of the monsters’ full image.

Answer: Please try to free about 3 GB storage on your device and close all running applications. Please wait some time for the game content to be completely downloaded and all icons/ images to be displayed correctly. Make sure that your internet connection is stable and restart the game to ensure its correct operation. 

Question: I want to complete the quest and when I tap on “Show me” button, the error message “This content is not yet available for download” appears on the game screen.

Answer: In order to eliminate the error message and proceed with the quest, please restart the application. Please note that you need to have a stable internet connection while restarting the app.

Question: I'm currently running Windows 8.1 on my PC and I can't update my game to the 1.18.1800.0 version. What should I do?

Answer: Please be informed that starting from the 1.18.1800.0 game version the game requires Windows 10 or later. We are always striving to improve our games and new game features are becoming more and more demanding of system requirements, that is why the minimum required OS version is Windows 10.

Question: I have got Skeleton Keys in my Inventory. What are they for?

Answer: Please be informed that we have implemented a universal item for you to enter the special locations – Skeleton Key. All the items necessary to search them (Small Birds, Autumn Lanterns, Holy Water, etc.) were converted to the Skeleton Keys, but not to the Ice Keys that are needed to search the Santa’s Workshop scene. They can be found in any location or a mini-game.

Question: What is the difference between Energy and Strength?

Answer: Energy and Strength are two different values in the game. You use Energy to explore locations and Strength is required for performing actions in your Friend's game.
To restore energy you can use Red Apple, Orange Juice, Croissant, Energy Drink, Electrum Cocktail and Rabbit Foot. And, when you use Elixirs - you restore Strength.

Question: What is the Great Talisman of Truth, how can I have one?

Answer: The Great Talisman of Truth is an item which you can get if you enter the game every day during 25 days in a row. Please keep in mind that every 5 days you get a part of the talisman - the Chain, the Crystal, the Wings, etc. Please ensure that you visit the game within 24 hours in order to get one of the components.
In case you don’t visit the game on one of these 25 days, you start collecting the Great Talisman of Truth from the very beginning. Pay your attention that in case of missing some days you can restore them for 5 rubies. Once the Talisman is combined, you can use it for 10 days.

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Troubleshooting section with the answers to random account/billing questions and basic troubleshooting instructions for G5 games:

G5 Friends account questions
Zendesk account questions
Purchase issues
Refunds
How to find your IDFA